Singapore: public service experience index 2020

In the Public Service Experience Index (PSXI) for Singapore for 2020, the Health Promotion Board ranked the highest out of 30 public sector organizations with a score of 70.2 out of 100. The PSXI is a composite index which measures the key indicators of impressions, sentiments, and interactions for 30 public sector organizations in an effort to track the progress of the digital transformation of governance.

Public service experience index for Singapore in 2020

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Release date

February 2021

More information

Region

Singapore

Survey time period

June to July, 2019 and November to December, 2020

Number of respondents

2,000 respondents

Supplementary notes

According to the source, "The Public Service Experience Index (PSXI) is an all-round composite index that measures where 30 public sector organizations – Ministries, Statutory Boards, and other agencies – stand in terms of their digitalization journeys across three key indicators: Impressions, Sentiments, and Interactions."

The definitions for the key indicators are as follows:

Impressions: "Reflects the way Singaporeans and PRs perceive different public sector organizations. To ensure comparability across agencies of varying sizes and with different purviews, each agency’s score is weighted 1) against its own score and 2) relative to other organizations’ scores."

Sentiments: "Reflects Singaporeans’ and PRs’ net positive experience with an agency in the last 12 months. To ensure comparability across agencies of varying sizes and with different purviews, each agency’s score is weighted 1) against its own score and 2) relative to other organizations’ scores."

Interactions: "Reflects Singaporeans’ and PRs’ preference for digital or traditional/in-person channels. A composite calculation normalizes agencies’ scores on a 100-point range (the closer a score gets to 100, the more citizens are accessing an agency’s services via a digital channel)"

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